Senior Customer Excellence Manager

About Cargobase

At Cargobase, we build a collaborative platform that connects enterprise shippers (e.g. Bosch, Reckitt Benckiser, Goodyear, Ennoconn) and Logistics Service Providers (e.g. DHL, DSV, FedEx) to work together across complex freight operations. The platform supports the full logistics lifecycle from urgent ad-hoc shipments to long-term tenders, and from invoicing and compliance to reporting and analytics. Our customers rely on Cargobase as a system embedded in their day-to-day operations.

Cargobase is entering its next phase of growth, scaling its product ecosystem, modernising platform architecture, and expanding its global customer base. As customer complexity and commercial ambition increase, execution quality and customer outcomes become business-critical.

The Senior Customer Excellence Manager sits at the centre of this phase, ensuring customers realize value at scale, adopt the platform deeply, and grow sustainably with Cargobase. This role anchors operational excellence post-sale while enabling long-term retention and expansion across enterprise accounts.

Role Overview

The Senior Customer Excellence Manager owns the full post-sales customer lifecycle, with accountability for onboarding, implementation, platform support, ongoing success, and commercial expansion within existing accounts. This role leads a global team of generalist Customer Excellence Consultants and is responsible not only for delivery quality and customer outcomes, but also for retention, expansion readiness, and revenue protection post-sale.

The role operates at the intersection of delivery, customer value realization, and commercial outcomes, ensuring customers adopt broadly, expand intentionally, and remain long-term strategic accounts.

Key Responsibilities

1. Team Leadership & Development

Lead, mentor, and grow a global team of Customer Excellence Consultants across all levels.

Define clear expectations for consultants across delivery excellence, customer ownership, and commercial awareness.

Build career paths, conduct performance reviews, and promote a culture of accountability and collaboration.

Ensure consultants can manage technical implementation and identify expansion signals and upsell readiness during engagements.

2. Implementation Ownership

Oversee the successful implementation of the Cargobase platform for new customers, ensuring a smooth and timely onboarding process.

Define and maintain implementation frameworks, playbooks, timelines, and quality standards.

Coordinate cross-functional collaboration with Product, Engineering, and Sales to address blockers, ensure customer readiness, and meet go-live commitments.

Ensure implementations are designed to support future scope expansion, integrations, and volume growth.

3. Customer Experience Management

Ensure a seamless and unified post-sales experience covering onboarding, support, and success

Establish team workflows to deliver timely support responses, effective issue resolution, and proactive account engagement.

Develop structured customer touchpoints and lifecycle strategies that scale across regions and customer types.

Track and optimize customer health metrics (e.g., NPS, CES, adoption rates, time-to-resolution).

Ensure Customer Excellence acts as the primary signal source for churn risk, upsell timing, and account growth opportunities.

4. Commercial Expansion & Revenue Impact

Partner with Sales to support account expansion, renewals, and commercial growth within existing customers.

Ensure Customer Excellence identifies, qualifies, and documents expansion opportunities (additional lanes, volumes, modules, regions).

Establish clear ownership boundaries and handoff models between Customer Excellence and Sales for upsell execution.

Drive expansion readiness by ensuring customers are operationally stable, adopted, and value-aligned before commercial discussions.

Track and report post-sales commercial metrics, including retention, expansion contribution, and at-risk revenue.

Embed commercial thinking into Customer Excellence processes without compromising customer trust or delivery quality.

5. Process & Operational Excellence

Own and continuously improve the Customer Excellence Playbook.

Implement systems, SLAs, and metrics to manage workload, track performance, and improve response quality.

Support rollout and usage of internal tools, knowledge base, ticketing, and self-service resources.

Identify efficiency opportunities through data insights and team feedback.

6. Internal & Cross-Functional Collaboration

Act as the senior voice of the customer across the company, bringing insights to Product, Engineering, and Sales teams.

Drive post-implementation feedback loops to influence product improvements.

Partner with Sales to support account expansion and retention strategies.

Contribute to strategic planning for scaling the customer experience function.

Key Qualifications

Education & Experience

6–8 years of experience in post-sales customer-facing roles, including implementation, onboarding, and support.

3+ years in a team leadership or management role, ideally within SaaS, logistics, or B2B platforms.

Demonstrated ownership of customer lifecycle outcomes including retention and expansion.

Track record of owning and improving customer onboarding and implementation processes.

Knowledge of supply chain/ freight forwarding background is a plus

Skills & Competencies

Capable of building, inspiring, and holding accountable a multi-skilled team.

Deep understanding of customer onboarding, platform setup, and value delivery.

Strategic mindset with passion for seamless customer experiences.

Data-driven, systems-minded, and always looking for ways to improve execution.

Skilled in managing internal stakeholder alignment across teams.

Confident communicator across levels, regions, and technical familiarity.

Tools & Technology

CRM & Ticketing: HubSpot, Zendesk, Intercom (or similar)

Project Management: RocketLane, Jira, Asana

Documentation: Confluence, Knowledge Base Platforms

Platform/Integration familiarity (e.g., ERP/SCM systems like SAP or Oracle) a plus